Återbetalningspolicy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened (if sealed), and including any bonus or additional items. You’ll also need the receipt or proof of purchase.
You can request to cancel an order that has not yet been fulfilled at any time. If the order has already entered the fulfilment process then you can't cancel but you can request a return within 30 days after receiving your order.
Simply log in to your account & use our self-service process. Click on your order and select either the 'Cancel items' or 'Return items' option.
Alternatively you can contact us at CS@rubberduckee.co.uk. Please note that returns will need to be sent to the following address:
13 Ball Close, Cardiff, CF3 4JG, United Kingdom
If your return is accepted, we’ll send you a return shipping label (UK only), as well as instructions on how and where to send your package. Depending on the reason for return, shipping costs may be deducted from the refund amount. For international returns you'll need to purchase a label at your own expense. Items sent back to us without first requesting a return will not be accepted.
You can always contact us with any return question at CS@rubberduckee.co.uk.
Damages and issues
Please inspect your order upon reception and contact us within 10 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Media items that are supplied sealed can only be returned if they are still in a sealed state. Once opened they are no longer eligible for return unless they subsequently prove to be faulty. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
We are happy to offer an exchange service. Please contact us at CS@rubberduckee.co.uk. Alternatively, log in to your account & use our self-service process. Once the return is accepted, you can make a separate purchase for the new item.
UK & European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union or UK, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, unopened (if sealed), and including any bonus or additional items. You’ll also need the receipt or proof of purchase. EU residents may submit a withdrawal request within 14 days of receipt of your order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. The original shipping charge will only be refunded if you selected Standard or Economy shipping, for orders sent using an expedited shipping service the original shipping charge will not be refunded.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since your refund was issued, please contact us at CS@rubberduckee.co.uk
Failed deliveries
Providing an incorrect or invalid address, failure to collect or refusal to accept a delivery for any reason other than transit damage is a violation of our terms of service.
If the item is returned to us we will inspect and refund within 10 business days of receipt, subject to it being in the same condition in which it was sent, unused, unopened (if sealed), in its original packaging and including any bonus or additional items. The original shipping charge and any subsequent fees incurred will be deducted from the refund amount. Missing items will be deducted from any refund. If the item is not returned to us no refund will be given.
Customs Charges
Import and export costs, import VAT, duty, customs fees and courier admin charges are the responsibility of the customer. Refusal to pay customs fees is a violation of our terms of service and can lead to goods being retained or destroyed by customs authorities. Where this happens no refund will be given.